Customer Management – Supervise Service Operation

Short Course / 2 days

Course Information
Learning Outcomes
Course Schedule
Lesson Plan
Certification
Entry Requirements
Course Fees

Course Information

Be a champion for customer service and learn how to build and manage a robust customer management system.

Learning Outcomes

  • Manage customer service follow-up processes
  • Analyse actual service performance gaps
  • Utilise service quality improvement tools to improve service delivery process
  • Apply the Problem-solving method to address service abnormities
  • Apply Decision-making criteria to evaluate solutions
  • Review the effectiveness of implemented solution

Course 
Schedule

Course Date: TBC
Duration: 2 days
Time: 9am to 6pm

Ngee Ann Polytechnic reserves the right to reschedule / cancel any programme, modify the fees and amend information without prior notice.

Lesson Plan

This course consists of 4 modules:

Customer Relationship Management

a. Build strong customer relationships
b. Maintain strong customer relationship with feedback
c. Address complaints and Negative feedback

Service Quality

a. Service Gap Model.
b. Five Gaps
c. Ways to meet Customer Expectations and close the Gap
d. Five dimensions of Service Quality
e. Measuring Service Quality
f. Tools to analyze and address service quality gaps

Problem Solving for Effective Customer Service

a. Steps to Effective Customer Service Problem Solving
b. Problem Solving Techniques to Mitigate Negative Circumstances
c. 4 phases of Customer Problem Solving Situations
d. 9-step guide to resolve customer service issues

Decision-Making Process

a. Identify the issue
b. Gather relevant information
c. Identify the alternatives
d. Weigh the evidence
e. Choose among the alternatives
f. Implement your solution
g. Review your decision
h. Use Creative Thinking Skills for better Decision-Making.

Certification

A Certificate of Performance will be awarded to participants who achieve at least 75% attendance and pass all required assessment(s).


A Certificate of Participation will be awarded to participants who meet the 75% attendance requirement but did not pass all required assessment(s).


Entry Requirements

Applicants with any of the following qualifications are invited to apply for the course:

Applicants should be working in a relevant industry or have an interest to switch to a supervisory position in the environmental services industry.

Course Fees

Course fee is payable upon acceptance. It is inclusive of 7% GST and subject to review.

Union Training Assistance Programme (UTAP)
NTUC members enjoy 50% unfunded course fee support for up to $250 each year (or up to $500 for NTUC members aged 40 years old and above) when you sign up for courses supported under UTAP (Union Training Assistance Programme). Please visit e2i’s website to find out more.

Applicants / Eligibility Fees
Singapore Citizens (SC) below the age of 40 years$144.45
Singapore Citizens (SC) aged 40 and above$144.45
Singapore Permanent Residents (PR)$144.45
Enhanced Training Support for SME Scheme (for SC & SPR)$54.45
Full Fees$481.50